Infinity3 Help Centre

Check the request, destination and connected review source to find where a problem has occurred.

Check a request that hasn’t arrived

1. Open Reputation → Requests.
2. Find the customer’s request and review its status.
3. Check the recipient’s saved email address or phone number.
4. Review the initial delay in Reputation → Settings.
5. Check that the selected channel, sender and message template are configured.
6. Review the outbound message or sending error where available.

For email, check the receiving inbox’s spam folder during a controlled test.

Check the review link

Open the link from a test request. Confirm that it points to the correct business and review destination.

Check a missing review

1. Look for the review on the original platform.
2. Confirm the correct profile or Page is connected in Infinity3.
3. Clear filters in Reputation → Reviews.
4. Check for connection or permissions warnings.

If the review isn’t visible on the original platform, Infinity3 may have nothing to import yet.

Things to know

• A clicked request link does not prove that a review was submitted.
• Review platforms control publication and moderation.
• A request may be waiting for its configured send time.
• Check previous requests before trying again to avoid duplicates.

If the issue continues, contact Infinity3 with the customer, request time, review destination and any error shown.